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Skills

  • Change Management
  • Meeting planning
  • Problem resolution
  • Supervision
  • Customer communication and relationship building
  • Business operations
  • Conflict mediation within teams
  • CRM software proficiency (e.g., method)
  • Travel administration
  • Cooking meals

Work Experiences

  • Achieved a 44% reduction in ticket escalation rates by introducing tiered customer support channels.
  • Recorded patients' pulses, blood pressures, and respirations (TPRs) to assess and document important health information.
  • Achieved results within the first 12 months.
  • Was in charge of 8 household employees, contractors, and vendors.
  • Achieved 2 consecutive quarters of high customer satisfaction.
  • Achieved results across Boston by 2017.
  • Documented residents' behavior in terms of mental status, sleeping, and eating patterns in medical record books.
  • Used my knowledge of mobility assistance to safely ambulate patients through various spaces with varying elevations and obstacles.
  • Achieved ITIL for excellence.
  • Replaced bandages, dressings, and binders to care for wounds and encourage healing.

Summaries

  • Risk assessment and stakeholder engagement expertise
  • Ensured that the stock room was well-stocked.
  • Caring healthcare aide with over 6 years of experience providing in-home care to patients.
  • In-home or in a care facility, a skilled care provider assists the elderly, convalescents, or persons with disabilities with daily living activities.
  • Empathetic Care Worker who cultivates a trusting, stimulating, and varied lifestyle for residents through a sensitive and compassionate approach.
  • Costs were consistently reduced while profits were increased.
  • Within Miscellaneous, senior Special Services Lead and outstanding performer in data analysis and quality assurance.
  • Compassionate, with a strong focus on providing outstanding customer service.
  • Team player with excellent clinical and interpersonal abilities.
  • Appointment, medication, and household management training.

Accomplishments

  • Provided leadership and problem-solving strategies during emergency situations, minimizing downtime and losses by 25% for client operations.
  • Implemented workforce scheduling software, reducing labor costs by 76% and improving operational efficiency during peak periods.
  • Introduced a dynamic service log dashboard, cutting down ticket tracking time by 31% and improving service response alignment.
  • Instituted strategic vendor management practices that saved Beacon Labs $9 in service costs over 2 months.
  • Led the introduction of a new CRM system (metric), which resulted in a 50% improvement in data accuracy and reporting efficiency.
  • Re-aligned the department's resource allocation strategy to match service demands, resulting in a 40% improvement in overall team productivity.
  • Revamped customer service training, resulting in a net promoter score increase of 84% over 18 consecutive quarters.
  • Designed and implemented a call escalation system that reduced resolution times by 48%, improving customer satisfaction.
  • Managed the recovery of critical Microsoft Excel services for 10 clients following an outage, ensuring service restoration within 5 hours.
  • Assisted in rollout of a company-wide policy review, ensuring compliance with service standards and contributing to a 19% improvement in service consistency.

Affiliations

  • Certified Customer Service Specialist (CCSS) – 2017
  • Professional Association for Customer Engagement (PACE)
  • Women in Customer Service Leadership (WCSL)
  • International Association of Outsourcing Professionals (IAOP)
  • International Council of Nurses
  • International Society of Six Sigma Professionals (ISSSP) – 2019
  • International Council of Customer Service Organizations
  • Enterprise Service Management (ESM) Association
  • Certified Service Professional (CSP) – standard
  • American Marketing Association

Certifications

  • Certified Change Management Professional (CCMP)
  • Salesforce
  • Certified Business Analysis Professional (CBAP)
  • Certified Service Operations Professional (CSOP)
  • Project Management Professional (PMP) – 2017
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Security+
  • Certified Emergency Manager (CEM) - Ironclad Systems
  • CompTIA Network+ Certification
  • ITIL Foundation Certification in IT Service Management

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